Desktop Support Engineer

About the role

The IT Desktop Support Engineer is responsible for configuring and supporting ACCO’s computers and smartphone applications, installing and supporting desktop applications, and responding to Help Desk calls. This includes, but is not limited to purchasing, receiving, account and vendor relationships, inventory control, distribution, and repair/maintenance for ACCO desktop PCs, laptops, smartphones, and multimedia equipment. The position will require building relationships with Field, Office and Shop teams, listening to their needs, and be proactive in raising and resolving issues. The willingness and ability to travel occasionally to jobsite or remote offices is a necessary requirement of this position. This role will require a strong emphasis on Client interaction, communication, using scripts and documentation.

Responsibilities

• Provide Tier 1 & 2 technical support to internal users located in offices and job site locations determined by IT leadership.
• Provide excellent customer service over the phone, remotely and in person.
• Prioritize, troubleshoot and solve simple and advanced issues, delivering solutions that address root cause instead of symptoms of problems.
• Provision and deprovision Endpoint hardware and User Accounts, including Active Directory, VPN and SaaS applications.
• Document standards, best practices configurations, settings and installation procedures per IT standard methodology.
• Assist with office build-outs and expansion by coordinating logistics and required infrastructure.
• Ability to work outside of normal working hours to complete tasks, including occasional weekends/evenings.
• Collaborate in efforts to streamline IT operations, leveraging automation wherever possible.
• Train users on existing and new procedures.
• Other duties and responsibilities as assigned by the manager.

Requirements

• Degree in related field or equivalent in Computer Information Systems.
• Experience using enterprise Directory Service and Endpoint management solutions (AD, SCCM etc.)
• Experience with Powershell scripting and SCCM Application packaging.
• Hands-on experience supporting Windows, Android and iOS platforms.
• Certifications in related field (CompTIA or Microsoft a plus)
• Driven to help others with a how can I be of service attitude.
• Strong work ethic, exhibiting a sense of urgency relative to resolving critical issues.
• Demonstrate proficiency in all other MS Office Suite applications.
• Take ownership of problems and follow through until they are resolved.
• Demonstrated abilities to prioritize and manage multiple assignments in a fast-paced environment to meet deadlines with efficiency and accuracy.
• Excellent communication and customer service skills.
• Work in standard office environment with physical ability to lift packages, boxes, and equipment (of 5 to 50 pounds frequently) from the ground to above shoulder height.
• Work after hours and/or on weekends as required.
• Physical demands: regularly lift and/or move up to 10 pounds, occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required: close vision, distance vision including color recognition.
• Auditory/hearing abilities required: ability to hear customers calling by telephone.
• While performing duties, regularly required to sit for prolonged periods, stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
• Regularly required to walk and sit.
• Must be a responsible person with regular attendance required.
• ACCO Competencies: Proactivity/Initiative, Perseverance, Insight, Engagement, Teamwork, Big Picture, Motivation/Dedication, Technical Curiosity/Willingness to Learn, Problem‑Solver.

Schedule

• This is a non‑exempt position.
• Workdays are scheduled from Monday through Friday.
• Typically, work hours begin and end between 7:00 am and 5:00 pm as scheduled with the position's supervisor, with a minimum thirty‑minute and maximum one‑hour break for lunch, and two rest breaks.
• Occasional overtime may be necessary per business needs.

Pay

Competitive Wages $28 to $33 per hour. Actual compensation is determined by several factors that are unique to each candidate, including but not limited to job‑related skills, depth of experience, certifications, relevant education or training, and specific work location, among others.